Senior Customer Relationship Officer (Quality Assurance) CRN3/202205/SCRO/JW/CY
csl.
- Company Industries:Telecommunication
Job Information
- Post Date:2022-05-19
- Career Level:Entry Level
- Location:Tuen Mun Area
- Qualification:Degree
- Employment Type:Full Time
- Job Function:Sales CS & Business Devpt Call Centre Customer Service - Supervisor / Officer Others
Job Description
Job summary:
To provide respective backend support functions to CRM Centre so that end-to-end processes can be in place to ensure an overall smooth, accurate and efficient centre operations.
Your role
- Perform call assessment objectively by random call monitoring to evaluate frontline performance in terms of telephone manner, customer handling skill and product knowledge together with checking on data accuracy to ensure the end-to-end process is fully aligned with prescribed quality requirements and provide the highest level of personalized customer care and develop a long-term customer relationship
- Assist QA Manager to develop and implement quality assurance policies and procedures
- Provide instant alert and improvement recommendation to Operation Management when fatal error is found observed
- Recommend or suggest enhancement on overall call monitoring or quality assurance mechanism, including assessment form and script in use, so that both effectiveness and efficiency issues can also be addressed
- Conduct coaching to frontline CSE to identify the strength and weakness and provide improvement recommendation to ensure CSE meet the requirement of service quality
- Conduct mystery calls on scope of CS policy, program, and complaint issue cases
- Support ad hoc company events
To succeed in this role
- Diploma graduates or above
- Dedicated to excellent customer service & preferably with minimum 1 year working experience in customer service
- Excellent communication, trouble-shooting and problem solving skills
- Service-oriented, customer focused, self-motivated, patient and attending to customer’s request promptly and responsibly
- Strong proficiency in both English and Chinese, and especially written English. Fluency in Putonghua is a definite advantage
- Proficiency in MS office, especially PowerPoint and Chinese Word Processing
Working Location: Kowloon Bay / Tuen Mun
Working Hours: 42.5 hrs/week, Monday to Friday from 9:00am to 6:30pm
招聘日: 應徵者請帶備個人履歷、工作證明及學歷證明正副本,在以下時間及地點進行面試,無須預約
日期:2022年5月24日(星期二) - 25日(星期三)
時間: 11:30 - 18:00
地點: 荷里活廣場一樓明星廣場
日期: 2022年5 月26日 (星期四)
時間: 14:00 - 16:30
地點: 勞工處觀塘就業中心 - 觀塘鯉魚門道12號東九龍政府合署5字樓多用途室 (港鐵觀塘站D4出口,觀塘法院大樓側)
日期: 2022年5 月27日 (星期五)
時間:10:30 - 17:00
地點: Dream Impact 夢創成真 - 九龍荔枝角長沙灣道760號4樓C室
有關招募詳情請WhatApps 6392 5242 或致電3922 6540 / 3922 6514 查詢
We offer attractive & competitive salary and benefits, an exciting work environment and excellent career development opportunities. If you have the desire for an exciting and rewarding career, please send us your resume (please put our ref no. on the application subject), stating your present and expected salary to Human Resources Department by sending Email to
[email protected] pccw.com
HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's privacy statement (http://www.hkt.com/privacy-statement), a copy of which will be provided immediately upon request.
Company Info
csl is a mobile service brand of CSL Mobile Limited. csl is the leading provider of mobile communications and holds the widest range of radio spectrum of any mobile network operator in Hong Kong. Our new 5G service comes complete with a spectacular breed
of audio-visual entertainment, riding on 5G hallmarks of ultra-high speed, massive connectivity and ultra-low latency. csl’s differentiation from competitors is served by a richness of expertise, diverse partner relationships and an approach that enables customers
to see the world differently.
CSL Mobile Limited is a subsidiary of HKT.
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